Returns & Refunds

Even though we always want you to be satisfied with your purchase, we understand that sometimes you might want to return it and obtain a refund. Please read our returns & refunds policy carefully to find out how and in which cases you can return your item. This policy refers to all items purchased from Icons of Manhattan.

Returns

If, for whatever reason, you wish to return your item and acquire a full refund, you can do so at any time. However, you need to comply with our policy. Here is a quick guide on how you can complete a successful return:

  • Go on our website and visit the Members area. In order to identify your order and access the members’ area you will need to provide us with some information such as your email address and the last four digits of your phone number.
  • Once you are logged in, proceed to the ‘returns’ and submit a return request. Fill out all of the necessary information. Once you come to the end, you will be provided with our address where you should return your order.
  • Before handing your order to the courier, make sure that it is packed in the original box and in the same way you received it. In case your item came in multiple parts and you assembled it, please disassemble it, but be careful not to damage the item in the process.
  • Once the courier of your own choosing has delivered the item back to us we will carefully inspect it, and if the item is deemed resellable we will issue you a full refund.

We will accept returns within 30 days after you receive your order. The item needs to be in the original packaging and in new-like condition. Unfortunately, we cannot issue full refunds for items that have been damaged, used, or have any parts missing. Additionally, the return needs to be organised and all expenses covered by the customer.


Refunds

Once we receive your return, we will process a full refund and inform you when it has been issued. Please note that refunds may take up to 5-10 business days to settle and are typically sent to the original method of payment. In some cases, we may be able to issue a refund directly to your bank account instead. If this option is available, we will inform you of the next steps.

Please note that we cannot refund orders that have been returned after 30 days of the original day of delivery or orders that are damaged, i.e. items that cannot be resold again. In the event that your order comes back damaged or in non-original packaging, we will have to deduct a 30% restocking fee from your refund. Outbound and return shipping charges are non-refundable.


Exchanges

We will happily help you process an exchange within 30 days of delivery. The item will need to be returned to us in its original packaging and new-like condition. Please email us at [email protected] for further help provided by our customer support team.


Damaged or Defective Items

Unfortunately, in some rare cases, your order might arrive damaged or defective. If you notice anything, please refer to our Members area. Once you log in, please make sure to submit an aftercare request, where you will provide us with all of the necessary information, including video and/or photographic proof. Only then can we evaluate your request properly and give you the best resolution possible.

The timeframe for submitting aftercare requests for defective or damaged items is slightly shorter than our standard 30-day return window. This is to ensure that we can investigate the issue and provide a fair resolution to our customers in a timely manner. Therefore, if you receive a defective or damaged order, please submit your aftercare request within 14 days of receiving it. Otherwise, we won’t be able to process your aftercare request. If you have exceeded the 14-day aftercare window, but your purchase is still covered by the 3-year manufacturer warranty, please get in touch with us and provide pictures of the damage. We may be able to provide a replacement, subject to availability, or a product of equivalent value. It’s important to note that this offer is contingent upon the damage being a result of a manufacturing defect, and you can refer to our terms and conditions for more information about our warranty.

Still need help?

Our customer serviceopening times are:
Mon – Fri: 06:00 AM – 11:00 PM PST
Sat – Sun: Closed